Service Desk Agent

Contact Center Representatives

Job Summary :

We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department. This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users. This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Key Responsibilities :

• Serve as the first point of contact for resident / public inquiries via phone, email, or chat.
• Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
• Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
• Proactively minimize hold times and ensure a smooth, positive experience for callers.
• Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
• Maintain clear documentation of all interactions and support activities.
• Help reduce call abandonment rates and increase responsiveness through process awareness.
• Stay current on evolving tools, systems, and internal workflows.

Requirements :

Preferred Qualifications :